?

patient satisfaction
~ ? ?

target rate target cust

unit arrival rate frequent cust

length of waiting line

waiting time

variety of service

arrival rate prospec outpatient demand

? ? ? ? ?

outpatient demand

become potential customer Freq Cust Rate

?

unit arrival rate potential cust

quality

skilled worker
? ?

online process
? ? ? ?

doctor puntuallity
?

number of room

technology supporting facility number of of patient for onlinelitterare process phase

number of server

training

rotation frequency

number of nurse

WOM Effect Frequent Customer

attractiveness

completeness of facility
?

Become Not Frequent

?

Become Frequent Cust

?

promotion

accuracy of diagnose

BNFNormal Become Freq Normal

~ ~

community education

Become Freq Rate

Become not Freq Rate

? ?

response time hospital reputation

experienced doctor

Quality Effects